“While staff must know the fundamentals of the core product, they also have general knowledge on others lines - for example, broadband staff know about narrowband, Now [Broadband TV] and a bit on consumer electronics - to allow for cross-selling and contingency back-up,”

“While staff must know the fundamentals of the core product, they also have general knowledge on others lines - for example, broadband staff know about narrowband, Now [Broadband TV] and a bit on consumer electronics - to allow for cross-selling and contingency back-up.”

“I couldn't find anyone and he was visiting on set so I asked him to go change. He was okay with it but I was nervous. I hoped he wouldn't screw up. I had like a hundred people on set. What if my father screws up?”